DELIVERING A SEAMLESS CUSTOMER EXPERIENCE THROUGH UNITING
THE CUSTOMER CONTACT CENTRE AND DIGITAL CITIZEN SERVICES
22-23 OCTOBER 2024 - LEGENDS ROOM, MELBOURNE CRICKET GROUND
Conference Day Two: Wednesday, 23rd October 2024
9:00 am - 9:10 am
Chair’s Opening Remarks
9:10 am - 9:40 am
Unlocking AI in Government
Simon Kriss -
Chief AI Officer,
simonkriss.ai
In this session, Simon Kriss will explore how local government can leverage AI to improve operations and drive customer success.
9:40 am - 10:10 am
Partner Case Study |
10:10 am - 10:30 am
How Technology can Simplify Customer Requests & Integrate with the Back End for Seamless Experiences
Melanie Darmanin -
Head of Customer and Business Improvement,
City of Port Phillip
This session will explore how the City of Port Phillip has implemented new technologies to make it easier for customers to log requests, and how this technology can integrate with back-end systems to ensure requests are actioned upon for a seamless customer experience.
10:30 am - 10:50 am
The Tech Implementation Journey: AI-Powered Call Support
10:50 am - 11:20 am
Morning Break
11:20 am - 11:35 am
How do you build a Voice of Customer report?
11:35 am - 11:50 am
What techniques are there for navigating past negative feedback?
Jasmyne Munro -
Head of Customer Experience,
Lake Macquarie City Council
When council communications were sent out to residents regarding updates to septic tank management, a slew of negative feedback was received leading to a change in operations.
11:50 am - 12:05 pm
How do you share customer success stories?
12:05 pm - 12:45 pm
Panel Discussion | Prioritising Improvements Based on Customer Feedback
Melanie Darmanin -
Head of Customer and Business Improvement,
City of Port Phillip
Sasha Lord - Program Director Digital Transformation, Hume City Council
Amber Benjafield - Director Customer Experience, Department of Environment, Land, Water and Planning Victoria
Paula Majumdar - Former-Information systems & Technology (IST) Customer Experience Lead, New Zealand Parliament
Amber Benjafield
Director Customer ExperienceDepartment of Environment, Land, Water and Planning Victoria
Paula Majumdar
Former-Information systems & Technology (IST) Customer Experience LeadNew Zealand Parliament
12:45 pm - 1:45 pm
NETWORKING LUNCH
1:45 pm - 2:45 pm
Workshop One | Building Accessibility into Service Design
Jacqueline Shanahan -
Service Design Chapter Lead – Director,
NDIS
At GovCC 2023 we asked the audience, ‘how conscious is your organisation of ensuring products and services are accessible to all?’ Nearly a quarter of the audience responded either ‘some’ or ‘not at all’. This workshop is designed to help you think about accessibility needs of your customers and to share how to get the buy-in across the organisation to ensure you can deliver what it is that your customers want (and more importantly need!)
2:45 pm - 3:45 pm
Workshop Two | Possibility Panel
Ally Tregaskis -
Systems & Improvement Manager,
City of Sydney
Enter a gathering of mindsets and perspectives. Reconsider ‘as is’ processes, challenge traditional approaches and address common pain points in this interactive session to help you redefine success in customer service.
3:45 pm - 4:45 pm
Workshop Three | Taking your CX to the Next Level
In this session, Lee will take you through a new approach to CX, exploring how to recalibrate your customer experience - without impacting your resources – in order to transform employee interactions with customers and deescalate difficult situations.
